Director, Patient Adherence Operations

Merck•North Wales, PA

12d•$190,800 - $300,300•Hybrid

About The Position

Leads the Adherence Operations vertical within the Patient Support CoE, owning the Patient CRM, companion apps, refill coordination services, and adherence program design — the full set of capabilities that keep patients on therapy after access and affordability barriers are cleared. Oversees CRM adherence programs across brands through TA-aligned ADs, driving trigger logic, messaging cadence, and workflow consistency, while operationalizing patient-facing digital tools and managing the adherence vendor ecosystem.

Requirements

Bachelor's degree; Master's degree preferred
8+ years in biopharma patient services, CRM management, digital health operations, or adherence program management, with prior experience leading adherence operations across CRM programs, patient-facing tools, and digital companions
Direct experience managing a Patient CRM platform, including configuration, campaign design, workflow management, and vendor oversight
Prior experience integrating adherence programs across access, affordability, hub, and broader patient support capabilities
Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence
Strong understanding of adherence program models, including digital CRM, reminders, patient-facing tools, field support, refill coordination, and companion programs
Vendor management skills across multiple vendor types — CRM, companion app, refill coordination, and counseling service providers
Experience leading and developing teams, including hiring, performance management, talent development, and managing brand/TA-aligned ADs across adjacent operational functions

Responsibilities

Oversee adherence programs across brands through TA-aligned ADs, driving decisions on trigger logic, messaging cadence, workflows, and consistency across brands
Operationalize the adherence patient-facing digital tools and companion apps, including content strategy, feature releases, user experience monitoring, and vendor coordination
Operationalize new adherence capabilities via Acceleration and Insights by TA, including CRM features, app enhancements, and new digital tools
Define and monitor engagement, adherence, drop-off, and pull-through metrics, including refill rates, persistence data, and companion app engagement to inform ongoing program optimization
Coordinate with Access and Affordability leadership to ensure adherence touchpoints are sequenced correctly within the broader patient journey
Manage adherence vendor relationships, including SLAs, performance monitoring, quarterly business reviews, and contract management across CRM, app, refill, and counseling vendors